Customer Service Front Desk
Resume:
Craig Swicegood
Summary of Qualifications
Kannapolis, NC 28083
adp399@r.postjobfree.com
• Experienced Leader who is not afraid to get their hands dirty.
• Extensive hotel background provides diverse professional foundation that is applicable to your company's needs.
• Understands the importance to training and educating employees to develop outstanding customer service.
• Human Resources generalist with 18 years of experience evaluating each candidate skills to find the right position, on boarding and training, maintaining I-9 and e-verify documentation.
• Accounting, Account Payable and Accounts Receivables Management; including billing, posting payments and handling collections.
Work Experience
General Manager
Holiday Inn Express and Suites at the Vineyards - Lexington, NC September 2013 to Present
• Consistently top ranked hotel in Lexington market.
• Built rate strategy to increase ADR, Occupancy and RevPAR.
• Successful increased revenues year after year to $2.3M in 2019.
• Created packages to increase room revenue, these packages highlighted unique elements of Lexington and Davidson County including barbecue, winery and vineyards, unique shopping and restaurants and NASCAR history.
• Implemented detailed City Tour program for new hires in all departments to increase guest satisfaction by studying our community.
• Motivated team to continue delivering exceptional guest satisfaction during pandemic and while completing full renovation.
General Manager
Wingate by Wyndham - Mooresville, NC
January 2006 to September 2013
• Re-energized sales efforts by creating new sales kits and collateral, updated website and CRS content.
• Increased Room Revenue by restructuring local negotiated rates.
• Responsible for achieving sales and profit goals.
• Managed and completed guestroom renovations and upgrades.
• Established New Preventative Maintenance Program.
• Maintained STR ranking and Rev Par while Mooresville Market added four new Hotels with 450 rooms in seven years.
General Manager
Days Inn - Charlotte, NC
August 2005 to January 2006
• Brought in to re-establish Functioning and Profitable Hotel.
• Trained staff on basic Hotel Procedures for all departments.
• Provided guidance to staff members on new procedures and policies.
• Ensured adequate staffing and recruitment to meet the needs of the business.
• Completed Renovations to Guestrooms and Public Areas.
• Organized and Updated Sales Efforts; including updates to the Days Inn brand website and contacted third-party Websites and Distribution Channels with Updated Information.
• Increases third-party Reservation Contributions. Assistant General Manager
Wingate by Wyndham - Concord, NC
February 2001 to August 2005
• Managed Guest Services Department.
• Fielded telephone calls and complaints from clients.
• Coordinated maintenance of the facility.
• Created policies and procedures for booking and managing all hotel Guestroom Blocks and Meeting Space.
Project Analyst
Cyntergy Corporation - Rockville, MD
October 1998 to February 2001
• Cendant Project – Installed new Hardware and new Property Management System for over 80 hotels; Installed and Configured PMS Database, Trained Hotel Staff in all aspects of PMS
• Wingate Retro Project – Visited 31 Wingate Inns in One Month to Upgrade MSI Software to New Version 9.0D; connected PMS to High-Speed Internet Connection; Configured Email for each Property
• NCR/Bath and Body Works Project - Worked with over 250 Bath and Body Works Stores on to NCR system; Prepared Stores for Conversion and provided Post-Installation Support Assistant Inside Sales Coordinator, Front Desk Manager Panos Hotel Group - Charlotte, NC
March 1996 to October 1998
• Hampton Inn Concord/Kannapolis - Started as Guest Services Representative and Night Auditor; Became Assistant Inside Sales Coordinator; Trained new Staff Members, Assisted Guests, Booked Groups and Conference Room Business
• Hampton Inn and Suites SouthPark at Phillips Place - Opened New Limited Service Hotel as Front Desk Manager; Hired and Trained new Front Desk Staff, Installed and Setup Hotel Computer Systems; Troubleshot for Various Hotel Systems; Developed Hotel Policies and Procedures Education
B.A in History and Anthropology
University of North Carolina at Charlotte - Charlotte, NC August 1993 to December 1998
Skills
• Yield Management
• Hotel Management
• Marketing Strategy
• Operations Management
• Revenue Management
• Customer Relations
• Customer Satisfaction
• Sales Management
• Forecasting
• Competitive Analysis
• Property Management Systems
• Team Building
• Team Leadership
• Problem Solving
• Public Speaking
• Guest Relations Experience
• Inside Sales
• Budgeting
• Account Management
• Pricing
• Management
• Outside Sales
• Strategic Planning
• Guest Services
• Process Improvement
• Profit & Loss
• Remodeling
• Event Planning
• Purchasing
• Office Management
• Research
• Payroll
• Negotiation
• Project management
• Food and Beverage
• Supervising experience
• Typing
• Windows
• Finance and Accounting
• Property management
• Social media management
• Microsoft Office
• Sales
• Leadership
• Certified pool operator
• Maintenance
• Recruiting
• CRM Software
• Hospitality
• Management
• Event planning
• Events management
• Management
• MailChimp
• Administrative and business operations
• Accounts receivable
Certifications and Licenses
Wyndham Hotel Group GM Certification
Present
InterContinental Hotel Group GM Certification
Present
InterContinental Hotel Group Revenue Management Certification Present
Assessments
General manager (hospitality) — Expert
June 2021
Solving group scheduling problems and reading and interpreting P&L statements Full results: Expert
Supervisory skills: Motivating & assessing employees — Proficient June 2021
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Food safety — Expert
June 2021
Knowledge of proper food and equipment handling safety measures Full results: Expert
Customer focus & orientation — Expert
July 2021
Responding to customer situations with sensitivity Full results: Expert
Sales skills — Expert
July 2021
Influencing and negotiating with customers
Full results: Expert
Inside sales — Expert
July 2021
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Expert
Marketing — Proficient
July 2021
Understanding a target audience and how to best communicate with them Full results: Proficient
Recruiting — Highly Proficient
October 2021
Managing the candidate sourcing and selection process Full results: Highly Proficient
Basic bookkeeping — Proficient
October 2021
Calculating and determining the accuracy of financial data Full results: Proficient
Basic mechanical knowledge — Expert
October 2021
Understanding and applying mechanical concepts and processes Full results: Expert
Office manager — Proficient
October 2021
Scheduling and budgeting
Full results: Proficient
Outside sales — Proficient
October 2021
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Proficient
Senior administrative assistant/receptionist — Expert October 2021
Using advanced scheduling and organizational skills in an office setting Full results: Expert
Basic maintenance and repair — Highly Proficient
December 2021
Performing basic repairs and maintenance for apartment complexes, office buildings, and other facilities
Full results: Highly Proficient
Business math — Expert
December 2021
Using basic math to solve problems in a business context Full results: Expert
Management & leadership skills: Planning & execution — Proficient December 2021
Planning and managing resources to accomplish organizational goals Full results: Proficient
Customer service — Proficient
January 2022
Identifying and resolving common customer issues
Full results: Proficient
HR: Compensation & benefits — Highly Proficient
January 2022
Knowledge of compensation and benefits programs
Full results: Highly Proficient
Principles of accounting — Proficient
January 2022
Preparing financial records according to federal policies Full results: Proficient
Attention to detail — Highly Proficient
January 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Highly Proficient
Teamwork: Interpersonal skills — Proficient
January 2022
Responding to challenging team situations at work
Full results: Proficient
Filing & organization — Highly Proficient
January 2022
Arranging and managing information or materials using a set of rules Full results: Highly Proficient
Basic computer skills — Expert
January 2022
Performing basic computer operations and troubleshooting common problems Full results: Expert
Spreadsheets with Microsoft Excel — Highly Proficient January 2022
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Toastmasters International
Rotary International
Lexington Tourism Authority
Contact this candidate